Cash on Delivery in Syria: How to Organise It and Cut Risk

Cash on delivery: how to organise it and reduce the risks

Cash on delivery is the method many customers in Syria trust, but it shifts the risk onto the store. Here are practical steps to organise it rather than abandon it.

Digital payments and economy 5 min read

By Nour Aldein Tleti. Updated 7 October 2026.

How do you reduce the risks of cash on delivery?

Reduce the risks by confirming every order before shipping, setting clear rules for new customers and large orders, and tracking what each driver collects every day. Record the status of each order from the moment it is created until the cash reaches the till. And watch the customers and areas where refusals keep happening, so you can adjust your policy.

Where losses usually happen

Refused deliveries: A customer changed their mind or ordered just to try, and you pay for delivery both ways.
Fake or duplicate orders: Random messages or the same order from two accounts, with no check before shipping.
Late cash handover: The driver or delivery company holds the money for days, the trail is lost and discrepancies build up.
Exchange-rate differences: If the rate changes between order day and collection day without an agreed rule, the expected amount differs from what is collected.

Simple rules that reduce risk

Phone or WhatsApp confirmation: Call or message the customer to confirm the name, address and amount before preparing the order.
Deposits for special orders: For large or made-to-order items, ask for part of the amount upfront through a licensed channel.
A log of repeat refusals: Note who refused delivery without a reason and ask them to pay upfront next time.
A cap on order value: Set a value above which goods are not shipped cash on delivery without extra confirmation.
A clear inspection policy: Decide whether the customer may open and inspect the parcel before paying, and state it on the order page and in the confirmation message.

When you work with a delivery company

A written agreement: Set delivery and return fees, when collected money is transferred, and who is responsible for damaged or lost parcels.
A reference for every parcel: Ask for a number or reference for each shipment that matches the order number in your records.
Delivery and collection statements: Ask for a regular statement of delivered and refused parcels and amounts collected, and don’t accept a transfer before matching it with your records.
Performance review: Compare delivery companies by successful delivery rate and speed of cash transfer, not by price alone.

The order cycle from confirmation to the till

01
Create the order with a number
Every order carries a number, the customer’s name, the amount, the currency and the area.
02
Confirm before preparing
No order goes to packing until the customer has confirmed it.
03
Give the driver a manifest
The driver receives a list of orders and amounts to collect and signs for it.
04
Record the outcome of every delivery
Delivered, refused with the reason, or postponed, updated the same day.
05
Reconcile cash daily
Cash is handed over against the manifest, and any discrepancies and their causes are recorded before the day is closed.

Indicators to watch every week

Indicator	What it reveals	What to do
Refusal rate	Order quality and how seriously confirmation is done	Tighten confirmation or ask for a deposit
Time for cash to reach the till	Discipline of drivers or the delivery company	Set a fixed handover time
Pending orders	Orders not yet settled	Follow up or cancel after a set period
Cash discrepancies	Errors or manipulation	Review with the driver the same day

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Frequently asked questions

Should I stop offering cash on delivery?

Not necessarily, because it attracts customers who don’t trust paying upfront. It is better to organise it and reduce its risks, then gradually encourage regular customers to use other channels.

Who pays for delivery when a customer refuses the order?

Decide this in advance in your policy and state it in the confirmation message, so it doesn’t become an argument at the door.

Should I ask for the delivery fee upfront?

For remote areas or customers who have refused deliveries before, you can ask for the delivery fee in advance through a licensed channel, explaining the reason clearly.

Do I need a system to track drivers?

At first an organised spreadsheet updated daily is enough. As the number of drivers grows, an order and collection tracking system saves more time.

Does WhatsApp confirmation really reduce refusals?

It helps a lot, because it exposes non-serious orders early and reminds the customer of the amount and the delivery time.